BMV begs patience as glitches persist

Communications director claims it's getting better.

Communications director claims it's getting better.

July 13, 2006|BRENT FORGUES Tribune Staff Writer

Arriving before 8 a.m. Wednesday at South Bend's license branch to beat the crowds, Brandon Treesh, 23 of Bourbon, didn't think he'd still be waiting as the clock neared 4 p.m. "We thought if we were the first ones here, this wouldn't happen," he said as he waited for approval of his license to drive a semi-truck. But computer problems resulted again at the bureau because of its transition to a $32 million computer upgrade designed to improve customer service, causing those such as Treesh to wait longer than usual. Between 30 to 40 people were waiting at the branch, at 4646 W. Western Ave., and nearly every seat was filled by late afternoon as the agency continued to deal with the glitches. Online services, telephone renewal systems and self-service terminals were also unavailable for most of the afternoon, all of which have increased in usage by more than 40 percent compared to last year, said Greg Cook, communications director of the Indiana Bureau of Motor Vehicles. And although Treesh and some applying for a commercial driver's license as well may have experienced delays, Cook said most transactions have gone smoothly and was encouraged by the system's performance that day. "We just ask for the public's patience with the conversion and any issues that arise," he said. With each day, the branches are running smoother and Hoosiers will see long-term benefits although they're experiencing a "short-term pain," he said. Cook suggested residents check the bureau's Web site for updates regarding any more possible delays or visit bureaus in other nearby towns or cities to avoid long waits. Waits didn't seem to be quite as long late Wednesday in Plymouth. Several residents who were leaving the Plymouth license branch between 4:30 and 5 p.m. Wednesday said they had waited some period of time, but weren't sure exactly why. George Stump of rural Culver said he'd gone in for a handicapped driver placard for his vehicle, and had waited about 40 minutes. "One of them (the clerks) said she was waiting on the computer at some point," Stump said, placard in hand as he returned to his minivan. Chet Borkholder of Bremen said his wait was actually less than he had expected after hearing about the computer problems. "It was about 45 minutes," he said, outside his vehicle. "When I got up there to pay for my plates, the computer went down, so I never got my plates." Borkholder said the clerks gave him a 60-day extension, and added that he planned to check the state's Web site for additional information between now and then. Mike Favorite of Plymouth admitted he "blew my cool" while waiting. "I was cussing, ranting and raving. I'm sure they didn't appreciate it," he said, smoking a cigarette afterward to "calm my nerves." Favorite said he'd gone in for a sticker for a boat so he'd be legal on the water in his new purchase. He said he used a debit card and, when the magnetic strip was not read correctly by machine, the clerk entered the number of the account manually. "I'm thinking it took somewhere in the neighborhood of 12 to 13 minutes," Favorite said. "It's a serious problem," he continued. "I've been here an hour." Tribune staff writer Anita Munson contributed to this report.